Customer Success Manager

Our team is growing, and we’re looking to add a Customer Success Manager to our client-facing team! Reporting to our SVP of Sales, the Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty with a portfolio of existing accounts. In this role, you can expect to work closely with key stakeholders and users within our customers to ensure their teams are satisfied with our product and services, they are getting the most value out of the Chipply platform as possible, and identify areas to improve engagement and overall results.

In addition, our Customer Success Manager provide technical support to end users by actively collaborating on day-to-day issues and recommending solutions to ensure successful outcomes. Our Account Managers are pivotal in the growth of Chipply as champions of potential improvements and enhancements to the product raised from the field.

Responsibilities and Duties:

• Ensure a smooth transition from the sales process by taking ownership of the implementation and customer onboarding process.
• Establish and nurture strong relationships with key stakeholders within our clients and demonstrate an understanding of their business needs and objectives.
• Act as the primary point of contact for all stakeholders and end users of the Chipply platform within assigned accounts, and identify opportunities to expand revenue opportunities in close partnership with our sales team. 
• Proactively monitor account health and client satisfaction (including KPIs and metrics) to assist our sales team in developing and implementing successful retention and renewal strategies. 
• Communicate and collaborate with our executives, sales and marketing leadership, product, and engineering teams to align on critical customer needs, raise feedback to increase product performance and adoption, and drive overall company success.
• Accurately document customer interactions, analyze various user and product data, and generate reports to track and communicate account performance.

Requirements

• Bachelor’s degree in a related field
• 2+ years of prior experience in a client-facing Customer Success or Account Management role, preferably within the SaaS/eCommerce industry
• Ability to work in office 4x a week
• Custom apparel/sports industry experience is a HUGE plus
• Proven track record of creating and nurturing long-term, strategic relationships with key stakeholders 
• A proactive, hands-on mindset to collaborate across various internal teams to drive results  
• Willingness to travel at least 10% annually

Who you are:

• It is easy for you to build and maintain relationships with clients and peers.
• When experiencing a setback, you show resilience and inspire the team to learn and adapt.
• You have a high level of organization and preparation that will support effective meetings.
• You have an innate capacity to direct your energy to different activities on different days.
• You can track goals you set and therefore have an ability to create urgency.